New Horizons Credit Union Call Center- No Transactions Azalea Rd, Mobile

Dear Ms. Day: Thank you so much for your kind words and review! We need our members feedback so we know where we need to improve, and kind words like yours let us know we're on the right track. Please continue to give us feedback, as we want to make sure our members are well taken care of and satisfied with our service. If there is anything else we can assist you with, please let us know.

Dear Mr. Shawn: Thank you so much for your Google Review! It makes us proud to hear Janelle went above and beyond to make sure you and your wife were informed and taken care of. New Horizons CU strives to educate our members on being financially healthy and aware, and we are glad Janelle was able to step up and help you. She truly is an asset to our team! If there is anything else we can assist you with, please feel free to reach out. Thank you!

Dear Mr. Skanes: Thank you so much for your comments and Google Review! We are so glad to hear that you had a great service experience with Jasmine. New Horizons CU strives to provide excellent member service and it makes us happy to hear we were able to do just that. If there is anything else New Horizons can do for you, please let us know.

Dear Terry Orange: Thank you so much for your rating and comments. New Horizons Credit Union prides itself on delivering professional member service. We are pleased to know we are exceeding your expectations. We strive to deliver professional member service - even during these challenging times. Your comments will be passed along to the appropriate supervisor. If there is anything else we can assist with, please feel free to reach out to the NHCU representative that assisted you or to [email protected] anytime.

Dear Mr. Banks: Thank you so much for your Google Review! We are so glad to hear that April and Karine were able to provide you with excellent member service on your HELoan. We're also happy to hear that they kept you updated through the process! We strive to provide excellent member service and your review lets us know we're on the right track. Thank you for choosing New Horizons for all your loan needs. If there is anything else we can assist you with, please feel free to reach out to us at (251) 316-3240 or email us at [email protected].

Dear Ms. Stringer: Thank you for your 5-Star Google Rating! Please know that New Horizons Credit Union prides itself on delivering professional member service - and your rating helps us know we are on track. We appreciate you choosing New Horizons Credit Union for your Home Loan needs. Your feedback will be shared with the appropriate supervisor and team members and is truly appreciated. If there is anything else we can assist you with, please feel free to reach out to our team at (251) 316-3240. We are here to serve you.

Dear Kate M: Thank you for your comments - we did respond to this same comment earlier. Please know that New Horizons Credit Union takes fraud very seriously, and we do everything in our power to protect our members' accounts. We have processes in place that ensure this safety which includes our internal fraud monitoring, investigation, police reports, and others methods. For your privacy, I encourage you to reach out concerning your account directly at (251) 316-3240 for any further clarification on the situation or options available to you.

Dear Mr. Matt C: New Horizons Credit Union certainly apologizes for your inconvenience and is equally frustrated by COVID issues which are beyond our control. We are trying to keep our members updated - as our website notice admits - that due to limited staff caused by the pandemic, our members, unfortunately, will experience longer than normal hold times when calling and longer wait times when visiting an office. To your comment of not receiving a returned call, this is unacceptable. If you can email us directly at [email protected] with the department, branch or person you were trying to reach and a summary of your inquiry, we can make sure you receive a return phone call. Although we do not offer Saturday hours which was originally only at one office, we now offer extended Friday hours of operation at all branches - which actually has helped many more members. We are encouraging our members who need face-to-face contact with a staff member, to request an appointment at any of our branches for lobby service. Our lobbies are not closed - but rather by appointment only. And, as you already know - one branch does offer full lobby service and we hope to slowly open more as the pandemic and vaccines are made more available. Appointment can be made through our website at NewHCU.org or by calling the Member Services Center reps at 1-800-824-3610. Some branches are able to also coordinate curb-side service depending on the member's need. New Horizons Credit Union and our staff would much rather face-to-face contact, but we must remain safe to continue operating and serving our members. For this reason, we offer several other options: Night Drop Boxes at all locations for after hour payments/deposits that will be collected each morning by 8:30 a.m.; a deposit capable ATM at both our West Mobile & Daphne locations, partnership with AllPoint ATM network so members do not have to wait to use our branch ATMs for surcharge free transactions using our debit card (our website at NewHCU.org has a listing of all 55,000 ATM locations nationwide), free 24/7 electronic services such as Online &Mobile Banking, free Voice-24 telephone account access, and free iBill Pay service. Also, our free e-Statements allow you to see what checks have cleared quicker than waiting for mailed statements. Loans can be applied for online as well via our website at NewHCU.org. Our Member Services Center reps at 850-316-3240 can help you get enrolled in any and all of our electronic services so you can avoid lines or hold times for simple transactions or inquiries. We do apologize for the inconvenience, and can only ask for your patience while we all get through this together.

Dear Mr. Hudnell: Thank you for your comments, without them we would not know where there is an issue. Please know that due to the nature of Regulation D and the number of transactions that can be made on certain deposit accounts, we no longer issue ATM cards per say - we are assuming that is what you are referring to. Instead, we offer only Debit Cards (which work at ATMs), but a person must have a checking account to fully utilize - which may or may not be the reason for your card issue without knowing more. We apologize for the inconvenience this has caused you. Every financial institution is different, and we are pleased you were able to find one that works best for your needs. Please know that NHCU now offers several no-cost checking accounts including our Ultimate Checking Account for members who wish to earn a higher dividend rate or earn cash back on their debit card purchases. This may not have been available during your time with us, but something to know about in the future. If there is something more we should know about your incident, please feel free to reach out to [email protected]. Again, thank you for your comments.

Dear Mr. Sheppard: Just to confirm, are you referring to New Horizons CU in Mobile, AL? We do not charge a convenience fee for transactions and do not charge a fee for phone transactions. In fact, most of our services are free or at a very nominal cost fully disclosed. I think you are referring to a different New Horizons financial institution. There are several with this similar name and can be confusing - and unfortunately - we end up paying the price with the rating. The credit union you are referring to may be in Ohio or Illinois? With that said, please feel free to reach out to [email protected] for perhaps further clarification of what you are referring to. Also, if this is true, would you mind updating your rating, if convenient to do so. With all this said, if you utilize our third-party loan payment option - there is their fee. However, we have several free ways to make a loan payment such as: free automatic account deductions, online banking & Mobile banking account transfers, mail a check, call our Member Services Center to transfer from your NHCU account to your loan, utilize a Bill Pay service (whether ours or another financial institution) - ours and most banks/credit union offer free Bill Pay service. I think you have chosen the one method that involves a third-party to which that is a fee we have no control over. We certainly apologize for the inconvenience. If you would like to be set up on one of the other options mentioned above to avoid the fee, please contact our Member Services Center at 1-800-824-3610.